Job Description
Join GlobalConnect Solutions' award-winning customer experience team as a remote Senior Customer Support Specialist. We're seeking passionate individuals to deliver exceptional service to our diverse clientele while enjoying Chicago's vibrant culture from home. This role offers competitive compensation, comprehensive benefits, and career growth opportunities in a fast-paced tech environment.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Manage high-volume ticket queues and SLA adherence using Zendesk platform
- Collaborate with technical teams to troubleshoot escalated product issues
- Develop process improvements to reduce average resolution time by 15%
- Mentor junior support agents through knowledge sharing and shadowing sessions
- Analyze customer feedback to identify trends and recommend product enhancements
- Participate in cross-functional projects to improve customer journey touchpoints
Qualifications
- 3+ years of B2B customer support experience in SaaS or tech industry
- Expert proficiency in CRM platforms (Salesforce/Zendesk) and ticketing systems
- Exceptional problem-solving abilities with data-driven decision-making skills
- Strong written and verbal communication skills with multilingual capability a plus
- Proven track record of meeting/exceeding performance metrics (CSAT, FCR, AHT)
- Ability to work independently with minimal supervision in remote environment
- Proficient in Microsoft Office Suite and basic HTML/CSS troubleshooting